
Quality Analyst For Customer Support
3 days ago
Job description
Quality Monitoring & Evaluation:
Regularly assess customer support interactions (calls, emails,
chats, etc.) to ensure adherence to company guidelines, best
practices, and customer service standards.
Evaluate agents' communication skills, tone, accuracy, problemsolving, and overall customer experience.
Provide constructive feedback to agents to help improve their
performance and skill set.
Ensure compliance with all company policies, procedures, and
service level agreements (SLAs) for customer interactions.
Regularly audit customer support procedures and documentation
to ensure consistency and quality.
Reporting & Analysis:
Prepare and maintain detailed reports on quality scores,
identifying trends, performance gaps, and areas for improvement.
Analyze customer feedback, service performance data, and KPIs
to identify opportunities for process improvement.
Track and report on individual and team performance metrics,
including response time, resolution time, and customer
satisfaction.
Training & Development:
Support new hire onboarding by providing training and
conducting calibration sessions.
Assist in the development and delivery of ongoing training
programs to enhance agent performance and service quality.
Process Improvement:
Work with a team to implement improvements in customer
support processes based on feedback and performance data.
Suggest and develop process or system enhancements to improve
efficiency and customer experience.
Customer Satisfaction Monitoring:
Regularly review customer feedback surveys and NPS (Net
Promoter Score) reports to gauge overall customer satisfaction.
Work with team leads to address any negative feedback and
recommend corrective actions by connecting with customers.
INTERESTED CANDIDATES CAN APPLY ON BELOW GMAIL AND NUMBER
aryasethwhiteforce@gmail.com
93034 47007
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